Service Account Manager

The Opportunity

InCharge Energy is seeking a highly motivated Service Account Manager to be a single point of contact for strategic customers for all post sales activities. You will report directly to the Operations and Maintenance Account Manager and will be responsible for monitoring and reporting on charger status and uptime, escalating outstanding issues, ensuring service cases are getting addressed and dispatched in a timely manner, and establishing strong relationships with our key customers. You must be able to work cross functionally across the organization and have exceptional interpersonal and communication skills.

What You’ll Do 

• Ensure that all service level agreements (SLAs) are delivered according to specifications / guidelines
• Escalate SLA cases to leadership team that are nearing milestone timeframes to avoid missed SLA’s
• Attend ongoing meetings with service customers to provide updates and address reported charger issues
• Generate weekly and quarterly status reports including KPI’s to review with your customers
• Manage planning, alignment, stakeholder collaboration, and budgets for Field Service Campaigns
• Interface with third party manufacturers in helping get cases resolved in a timely manner
• Work with Service Coordinates to ensure all preventative maintenance dispatches are completed within the necessary time frames per service contract
• Coordinate with Service teams regarding dispatches, warranty processing, quotes and new station installations
• Communicate with customers to ensure all their needs are understood and addressed
• Establish and maintain strong, long-lasting customer relationships
• Understand and be able to execute on the business and customer needs

Your Experience and Capabilities 

• 3-5+ years of experience in a similar role
• Experience with Salesforce or similar CRM
• Detail-oriented, good follow-through, able to multitask, and work well under tight deadlines in a fast-paced environment
• Outstanding written and verbal skills, with the ability to present to our client’s senior management team, maintain client correspondence and internal documentation
• Strong problem-solving, analytical, and critical thinking skills
• Ability to conceptualize, analyze, and prioritize complex business scenarios
• Passionate about electric transportation and clean energy